TEXTILE TRADE BUDDY CANCELLATION, RETURN AND REFUND POLICY

1. GENERAL

1.1. Texperts India Private Limited, having its registered office at 3, Commerce Centre Vishweshwar Nagar Road, Gujarat Ind Comp, Goregaon (E), Mumbai - 400063, Maharashtra, India (“TIPL”, “Company”, “we”, “us” or “our”) is managing and operating as a Licensee for India, the website available at  http://www.textiletradebuddy.com , and the mobile application, if any, (collectively referred to as “Platform” or “Website” or “Textile Trade Buddy”), owned and developed by Textech Marketplace Company Limited, Unit 13, 16/F, Asia Trade Centre, No.79 Lei Muk Road, Kwai Chung, N.T., Hong Kong, which inter alia facilitate the sale and purchase of products and services listed and sold (“Product(s)”) on the Platform. The term “User” or “Users”, “you”, “your”, “yourself”, “buyer” or “buyers” means any individuals on behalf of businesses who uses, accesses, or browses the Platform, and/or places the Order, and/or purchases the Products from the Platform.

1.2. We aim to provide the best User experience to our buyers beginning from placing an Order to initiating a cancellation/replacement/return/refund. While transacting on the Platform, buyer can expect a hassle-free experience in returning, cancelling and replacing the Products that buyer had ordered/booked through our Platform.

1.3. The Cancellation, Return & Refund Policy published on the Platform shall be read in conjunction with the Terms & Conditions, as well as the Delivery and Shipping Policy. This cancellation, return, and refund policy (“Policy”), along with the Terms and Conditions and other policies on the Platform, together constitute a legal and binding agreement between TIPL and you, which shall comprise the terms under which TIPL will accept: (a) cancellation, (b) return / replacement, and (c) refund thereof. Any cancellation, return or refund of Products by the buyer is subject to the terms and conditions set out under this Policy. Please read these terms carefully. We reserve the right to change or modify this Policy, at any time and at our sole discretion. Any changes or modifications will be effective immediately upon posting the revisions on the Platform. By continuing to use the Services, you are confirming that you have read and understood the latest version of this Policy.

2. APPLICABILITY OF POLICY

2.1. By browsing over or using the Platform and/or initiating a request for purchase of Product(s) on the Platform, you agree to be bound by the terms contained in this Policy. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Platform. Please note that we may from time to time change the terms of the Policy. Every time you wish to use the Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.

3. TERMS OF CANCELLATION

3.1. You can cancel an Order(s) any time prior to the dispatch of the Product. The Order cannot, however, be cancelled once the dispatch has been initiated. 

3.2. The request for cancellation of the Order can be made by written email to our customer care email ID provided in this Policy, or by clicking on the “cancel” option available on the Platform, or any other method, as may be intimated by the Platform to you from time to time.

3.3. On the receipt of the Order cancellation request, and subject to due verification of the fact that the dispatch has not been initiated, your Order will be cancelled with immediate effect, and the refund process for prepaid Orders will be initiated within (“Seven”) 7 working hours of confirmation of cancellation.

4. TERMS OF RETURN AND REFUND

4.1. In the normal course of business once the Products are delivered, there will be no return / refund applicable, unless there is a quality defect / damage such that the Products cannot be used under any circumstances, subject to due verification of technical support executive of the Company & testing it in an accredited / reputed Textile Lab. 

4.2. The Company will provide all necessary information and guidelines related to a Product within the description column of such Product to facilitate the placing of the correct order by you. You agree and acknowledge that the Company’s sole responsibility as an aggregator is to facilitate supply the Product as per the specifications outlined in the description column and the order placed by you. Therefore, if the order placed by you is incorrect, or if you misunderstand the specifications, the Company may only be able to accept the return of the Product or provide a replacement, provided you place the return or replacement request within the designated return/replacement window. In case of replacement of the Product, the Company may, in its sole discretion, accept to replace the Products with another lot / batch of the same Product, provided that the original Product is not damaged, unused, and returned in its original packaging. If any other lot or batch is not available, the Company may accept the return, and refund the corresponding amount thereof, subject to the condition that, the intimation about non-functioning / damage of the Products is provided within 7 (seven) days of the receipt of the Products.  

4.3. You may register a complaint or request for replacement in case of defective / damaged Products received by you through a written email to Customer Care email ID to the Platform within 7 (seven) days of receipt of the Products. For quality purposes, we may also require the buyer to provide a) images, b) samples of the Products, c) any subsequent products produced by using the Products, d) test results of a reputed/accredited Textile Lab of the said Products, sought to be replaced. 

4.4. If you have received any Product which is eligible for replacement in terms of this Policy, we suggest you to immediately register a request in this regard via email to the Customer Support email ID of the Platform, as provided below. We will, however, before accepting your request for replacement, in our sole discretion, verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly, post verification of (a) or (b), as the case may be, accept, or reject the request for return. For such verification, we may request you to send us images/video of the damaged or defective Product received, Product packaging images, and/or schedule a visit with our Personnel, to enable us to assess the damage or defect in the Product. Further, subject to the assessment of the damage and receipt of the assessment report pursuant to placing such replacement request, Platform may, in its sole discretion, attempt to resolve the issue in a manner as it may deem fit, including replacement of the damaged/ defective Product(s). If in the opinion of Platform, replacement is not needed, and the issue may be resolved with technical assistance, we will, in our sole discretion, provide such technical support guidance for the usage of the Products.

4.5. Please be informed that when you opt to replace the Products, upon our verification of the Products, the replacement of such Products which are eligible for replacement as per the terms of this Policy will be processed within a period of 30 (thirty) business days from the date of verification of the defect or the non-compliance in the Products, subject to various factors such as the availability of the replacement Product(s), logistical constraints, and other relevant considerations. If the replacement requires a longer timeframe due to unforeseen circumstances or the factors as aforementioned, the Company will notify you accordingly. Your replacement of Products will be processed only when the conditions as may be stipulated by the Platform are fulfilled. Furthermore, the replacement will be delivered on the address specified by you, as per the terms and conditions of the Delivery and Shipping Policy. The refund amount, if any, will be credited to the original bank account from where the payment was received. You acknowledge that after the initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider’s terms and conditions, and the Company is not liable for any such delay, so long as the refund has been processed from our end.

4.6. The amount agreed as refund will be refunded to you within 15 (fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly assist you. You hereby agree and acknowledge that TIPL shall not be liable for any interest, compensation, delayed payment fee, or similar charges, on account of any delay or late processing of the agreed amount of refund.

5. CUSTOMER SUPPORT TEAM

For any feedback, concern, or query relating to the Cancellation, Return and Refund of your Order as per this policy you may reach out to our customer supported team, who can be contacted  on the below-mentioned contact details:

Write to us at our Customer-Support email address: support@textiletradebuddy.com 

Call us at: +91 6363876363 (Toll-Free Number)